We always try to process
and dispatch orders with in 24 hours of being
placed. You will receive an email to let you
know your item has been dispatched. You can also
log in to your account to check your order
process. If you do not receive an email please
check your junk and spam mail boxes in case our
email has been filtered out by mistake.
Your parcel should arrive with in a couple of
days after dispatch but we do say please allow 7
to 10 days delivery to allow for variations in
delivery times, postal delays, weekends etc.
What if the parcel takes longer than
expected?
We do every
thing we can to package your order securely and
dispatch it in a timely fashion but once the
parcel has been dispatched we lose control of
it. Hopefully your parcel will arrive with in
the estimated delivery times. If not orders sent
via recorded delivery or courier can be tracked,
orders sent via standard mail cannot but a
certificate of posting is always obtained.
My parcel has not turned up.
If your parcel has not arrived when expected.
Please first check with your local sorting
office and with your postman to see if there has
been any sign of your parcel. A delivery may
have been attempted and the postman forget to
leave a card.
If your parcel
does not turn up we will do all we can to help
and contact the royal mail/courier company to
hopefully discover the whereabouts of the lost
parcel.
The Royal Mail do not class a 1st Class item as
late until 7 working days have elapsed since
posting so until this time has elapsed the
parcel may still arrive. If the parcel has not
arrived after 15 working days the package is
classed as lost by royal mail and is not
expected to arrive. If this happens we will
resend your order.
Damaged Parcels
If, in the unlikely event, the goods arrive with
you damaged, thesecrethollow.com will either
refund your money or replace the goods free of
charge. If goods are found to be faulty we
should be notified of the fault within a
reasonable period. This is given as a week from
the receipt of goods but we acknowledge that
there may be exceptions and will consider any
claim individually on its merits. If we request
the return of goods, these need to be returned
in or with their original packaging.
